Lion Health

Hard to book but surgery feels empty

If you manage to secure an appointment, you may be surprised by how few patients appear to be attending the surgery compared to previous times. The premises seems to have excess capacity relative to current demand, with limited clinical staff availability despite the substantial facilities on offer.

Impossible to book an appointment anymore

Frustrated with the difficulty in securing appointments at this practice. The ongoing challenges with availability have become increasingly exasperating after such a lengthy period of time.

Phone lines constantly busy at opening time

When calling at the start of the day, the line is either busy or indicates a lengthy wait in the queue. It seems unusual that this occurs during opening hours and suggests there is room for improvement in this area.

Quick diagnosis and helpful support received

I was seen by a healthcare professional in a physician associate role today, and they provided excellent care. They were able to quickly identify my respiratory condition. In my opinion, expanding these types of positions would be beneficial, as it would allow patients with similar conditions to receive prompt appointments, obtain necessary medications, and help reduce the workload on GPs.

Reception helpful but phone appointment disappointing

I had a telephone appointment with a member of the nursing staff who I found to be quite abrupt and felt they did not listen to my concerns. I would suggest being cautious about booking with them. However, the reception team were excellent and very helpful.

Supportive health coach helped mum feel better

My mother has been working with a senior health coach and has successfully achieved significant weight loss. The support she received has also helped her process a difficult personal loss, resulting in noticeable improvements to both her physical and mental wellbeing. We are extremely grateful for the quality of care and support provided through this service.

Frustrating phone system, no appointment secured

What does it take to secure an appointment at this practice; is there some hidden requirement? I spent considerable time navigating their automated telephone system, which included various messages, yet I was unable to obtain an appointment or arrange a routine health check that should have been organised some time ago.

Made to wait outside in the cold unnecessarily

Terrible experience! Will be switching practices. Appointment scheduled for 8.30, my unwell partner and I were required to wait outside in cold conditions. My partner was seen at 8.30 this morning. They emerged around 8.45 and were directed to use an off-site pharmacy (operated by the practice) that was inconveniently located away from our home, despite having a pharmacy much closer to where we live. The pharmacy had not received the prescription. I attempted to contact the main reception line as it was the only available option, but they don't open until 10, despite the practice opening at 8.30. We drove back to the practice to speak with reception staff who were curt and dismissive. The interaction felt unwelcoming and unhelpful. The staff member's approach seemed unprofessional and suggested a need for improved customer service training. It transpired that the clinician my partner initially saw was unable to process prescriptions and we had to wait for another clinician who was dealing with an emergency. Conveniently, they became available just as I expressed my frustration. By this point, over an hour had passed since the prescription was issued and still hadn't been sent through. Eventually the prescription was sent to the on-site pharmacy instead, though it's unclear why this wasn't done initially. We had now been waiting an hour and a half since the prescription was first given. Deeply disappointing experience. I have not encountered such poor service standards, particularly from a healthcare provider that should prioritise patient care.

Reception staff were dismissive about appointment requests

Unhelpful reception staff I have been attempting to arrange an appointment for approximately five months concerning a healthcare matter. When I eventually secured an appointment after a considerable wait, I received a confirmation message indicating a different type of appointment than requested, with instructions to cancel and rebook if I needed something else instead. During my most recent visit, the clinician answered a personal call while I was present in the room seeking assistance with my ongoing concern. No physical examination took place despite my request for one, and I have subsequently struggled to obtain another appointment to address the same issue. The experience has felt dismissive and has left me feeling undervalued as a patient.

Repeat prescriptions take far too long

Extremely frustrating experience with the service here. The wait time for repeat prescriptions seems unnecessarily long, taking several days to process. Additionally, securing an appointment feels nearly impossible to arrange.

Couldn't get through on the phone

I had a very poor experience with the medical professionals at this practice.

Straightforward appointment, felt properly listened to

Routine appointment visit!

Long wait for physio appointment with knee injury

My recent visit left me disappointed. I sustained a significant knee injury and, after several days of attempting self-care with rest and ice without improvement, I contacted the practice first thing on Monday morning. I was experiencing considerable pain at 8 out of 10, which severely limited my mobility and ability to drive. My sleep was also significantly affected, managing only short periods of two hours at a time before discomfort would wake me. After waiting 13 minutes on the phone, the only options presented were a physiotherapy appointment 16 days away or being asked to call back the following day. I was not satisfied with this response.

App cluttered with confusing private treatment options

The application appears cluttered with advertisements and numerous private treatment options that should arguably be available through standard NHS access. The appointment system feels unnecessarily complicated and difficult to navigate, followed by substantial waiting times. When finally seen, the consultation feels rushed, allowing only a single issue to be addressed in the allocated time with a clinician who may be unfamiliar. The current situation feels like a significant barrier to patient care. There is a sense of nostalgia for how services were previously organised.

Couldn't get through the phone queue

It is extremely frustrating to reach the practice by telephone at opening time only to be informed of a lengthy queue position that then appears to worsen significantly within moments.

Doctor stayed late to make urgent calls

WELL DONE TO THE PRACTICE TEAM - EXCELLENT CARE AND SUPPORT. I attended the practice last Tuesday for a routine appointment, but the clinician identified some concerns regarding my health. Following this assessment, an ambulance was arranged and I was transported to the hospital for further tests. The ambulance crew and all hospital staff were pleasant, efficient and welcoming. We arrived at the hospital around 7pm and I was discharged at midnight. I returned the following day to complete the remaining tests. At the practice, the clinician spent considerable time liaising with consultants for approximately 2 hours and remained well beyond their scheduled shift. They demonstrated high professionalism, friendliness and genuine concern - showing empathy throughout. I am doing well now. I am truly grateful to everyone involved in my care. 💕😃

Quick phone answer and fast appointment booking

Called to arrange an appointment this morning and the phone was picked up promptly with a professional manner. I was given an available slot within approximately 45 minutes. I was consulted by a clinical practitioner who demonstrated considerable expertise and knowledge. They indicated they would arrange the necessary prescription, which I was able to collect shortly afterwards. The overall experience was excellent from start to finish.

Booking system acts as barrier to access

I only have 1 star because zero wasn't available. This medical facility is quite possibly the worst service in any industry or sector I have ever experienced. There is no customer service at all, the public are treated with such contempt it defies belief. The booking system serves only as a barrier to access rather than any form of assistance. Telephone lines open at 8 and from that time are instantly fully booked. The requirement to see a healthcare professional resulted in seeing a clinician who appeared to be writing out a prescription as I walked in, seemingly acting more as a pharmaceutical sales representative. I had previously told the receptionist about my health concern, as you are not even allowed to see anyone without divulging personal information to this administrative person. After no medical assessment or examination, merely a conversation where answers were repeatedly looked up online, I was 1) Prescribed medication and told it would be available at the nearest pharmacy to me - only to walk a considerable distance to them and be told the clinician should not have told me this as they don't carry that medication and would have to order it in, and it's now been over 2 weeks with no medication received, and 2) That I would be referred quickly for urgent treatment - again, no contact, not even a letter at some point in the future for urgent treatment... nothing! I would like to think this was a one-off, but no, this appalling service is repeated time and time again with every single person I have ever spoken to about this practice. They no longer offer over 100 treatments that are now deemed non-essential. In order to save costs, you can see where the savings are by the very expensive vehicles outside. This is no longer a medical facility to help people; it is a commercial operation to help their profits. Anyone even thinking of moving to the area should consider this if they were to ever need a doctor.

Front desk staff dismissive about booking appointments

The reception team came across as unwelcoming and seemed reluctant to help arrange medical appointments, instead suggesting I should attempt to identify my own health concerns. I found it challenging to secure a timely consultation with a healthcare professional.

Professional and prompt phone service

I called the practice today and spoke with a member of the reception team. They were very professional and handled my query promptly. I really appreciated the efficient service provided by all the staff at the practice.